Customer service excellence hinges on innovation, says Unity Bank MD

 

 

 

 

 

By Taiye Olayemi

 

 

 

The Managing Director and Chief Executive Officer of Unity Bank Plc, Mr Ebenezer Kolawole, says a service culture built on responsiveness and innovation remains the key differentiator in achieving impactful customer service.

 

 

 

Kolawole stated this during the flag-off of the 2025 Customer Service Week at the bank’s head office in Lagos on Friday.

 

 

 

He said the bank had continued to invest in technology, systems and people to enhance customer experience and redefine its service delivery process in line with evolving customer expectations.

 

 

 

“Apart from constantly improving the way in which better customer support can be achieved, the increasing sophistication of our customers have made the bank to also begin to focus more on customer experience innovation with investment being made in technology, systems, and people.

 

 

 

“This has enabled us redefine our customer journey altogether”.

 

 

 

While extolling the bank for always rising to any occasion, the managing director celebrated the resilient frontline staff for their unwavering dedication and reaffirmed the institution’s commitment to delivering exceptional customer service across all touch points.

 

 

 

He said that the year’s celebration, with the theme “Mission: Possible”, underscored the bank’s unwavering belief that every customer needs could be met through innovation, teamwork, and with service culture.

 

 

 

“The bank’s customer service teams are well acclaimed for their passion, professionalism, and resilience in fulfilling the institution’s mission to provide exceptional service to its growing customer base,” he said.

 

 

 

In further acknowledgement, Kolawole said “At Unity Bank, our mission is clear, to make banking simple, accessible, and rewarding for every customer.

 

 

 

” ‘Mission Possible’ captures the spirit with which we approach every challenge and opportunity to serve; whether through our digital platforms, branch interactions, or customer support channels”.

 

 

 

Additionally, the bank’s Chief Customer Service Officer, Elfrida Igebu, emphasised the significance of recognising and celebrating staff who consistently go above and beyond to serve customers.

 

 

 

“This year’s theme reminds us that what may seem challenging is always achievable with the right attitude, teamwork, and customer-first mindset.

 

 

 

“Our frontline teams embody this every day by demonstrating that at Unity Bank, service excellence is not just a goal, it is our mission,” she said.

 

 

 

Throughout the week, the bank organised activities across its branches and offices nationwide to reflect the Customer Service Week 2025.

 

 

 

The activities range from customer appreciation engagements, award of recognition for staff, setting up festive ambience and decor, flamboyant service and cultural costumes donned by members to digital media activations. (NAN) (www.nannews.ng)

 

Edited by Olawunmi Ashafa